Language Skills for Building Business ... - IATEFL BESIG
Transcript of Language Skills for Building Business ... - IATEFL BESIG
Language Skills for
Building Business Relationships
I’m a locubrevisphobe
Latin: ‘locu’ – talk, ‘brevis’ - small
BESIG Conference 2013 Gabrielle Jones
1. Why focus on relationship-building?
2. What we can say
3. What we can do
4. How we can listen
BESIG Conference 2013 Gabrielle Jones
Some people are just born to be great communicators. Either you have it, or you don't.
Experts don’t need to build rapport.
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
1
• Markets open
• React to signals
2
• Create solutions
• Forge alliances
3
• Staff value position
• Team synergy
Think of people you get on with, who are friends – what makes you enjoy spending time with them?
Think of people you haven’t jelled with – what didn’t you enjoy?
BESIG Conference 2013 Gabrielle Jones
Liking
Commitment
Authority
Scarcity
Social proof
Reciprocity
BESIG Conference 2013 Gabrielle Jones
• Speech patterns
• Body language
• Vocabulary style or choice of words
• Pace, tempo, pitch, tone, volume
BESIG Conference 2013 Gabrielle Jones
Prof. Richard Wiseman
(1)Positive reinforcement vs. (2)Mirroring
1. really, great, good
2. repeated order
Mirroring - 70% larger tip!!!
BESIG Conference 2013 Gabrielle Jones
a. Start a conversation with a partner – change the topic as often as you feel appropriate
b. While talking, try mirroring your partner (voice, gestures, language)
BESIG Conference 2013 Gabrielle Jones
Me: I‘m going to Portugal next week!
St.: Ah ha….
Me: I‘m going to Portugal next week!
St.: Are you? Where exactly?
BESIG Conference 2013 Gabrielle Jones
1. I used to live in Spain.
2. I drive a Hyundai.
3. I‘m allergic to kiwi fruit.
1. Did you? Why did you move?
2. Do you? Does it use much fuel?
3. Are you? How did you find out?
BESIG Conference 2013 Gabrielle Jones
A: Comment B: Short question PLUS follow up question
BESIG Conference 2013 Gabrielle Jones
“all communication other than language” (Andersen, 1999)
• Gestures and touch
• Body language and posture
• Physical distance
• Facial expression
• Eye contact
• Non-verbal elements of speech – pitch, volume, rate, stress
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
Student A
Think of something which you did – something fun you tried, somewhere interesting you visited, a funny story you heard…
Make a few mental notes about it, then tell your partner all about it for 2 minutes
BESIG Conference 2013 Gabrielle Jones
Student B
When your partner tells you about something which happened to them recently, do not react! Don’t make eye contact, don’t move your head or body, no smiling and absolutely no talking!
BESIG Conference 2013 Gabrielle Jones
BESIG Conference 2013 Gabrielle Jones
Pay attention
Hold judgement
Reflect
Clarify
Summarize
SHARE
BESIG Conference 2013 Gabrielle Jones
Minimal Encouragements – mmm, ah
Paraphrasing – so what you’re saying is…
Emotion Labeling – I see
Mirroring (or Reflecting) – China?
Open-Ended Questions – What do you do?
Effective Pauses ….
BESIG Conference 2013 Gabrielle Jones
A: Your boss has told you that you have to work later for the third time in a fortnight. No one else can cover for you, and you need the money, but you’re really worn out.
B: Be an active listener!
BESIG Conference 2013 Gabrielle Jones
1. Be aware of how important relationship building strategies are
2. Discuss these with your learners
3. Incorporate them into transactional simulations…
4. …as often as possible!
BESIG Conference 2013 Gabrielle Jones
It’s been lovely talking to you… Do keep in touch:
Email me: [email protected]
Tweet me: @gjteacher
Visit me: www.businessenglishexperience.com
BESIG Conference 2013 Gabrielle Jones
References Andersen, P.A. (1999). Nonverbal communication: Forms and functions. Mountain View, CA: Mayfield Publishing Co.
Gregerson, T (2007) Language learning beyond words: Incorporating body language into classroom activities. Reflections on English Language Teaching (6:1)
Knapp and Hall (2006) Nonverbal communication in human interaction
Belmont, CA: Thomson Wadsworth
Wiseman, R. (2008) Quirkology: How we discover the big truths in small things, Basic Books UK
BESIG Conference 2013 Gabrielle Jones